Product Designer , Customer Service Design

Observe customer and contact-handler experiences, identify design opportunities, and own defined workstreams from discovery through interaction design, prototyping, and handoff. Collaborate with product managers and engineers to test concepts, scope MVPs, and deliver accessible, responsible-AI-informed designs ready to build.

Responsibilities

• Observe and interview customers and contact handlers each day to identify design opportunities
• Facilitate co‑design sessions and conduct quick usability tests with contact handlers
• Own the design process from discovery through interaction design, prototyping, and handoff for assigned workstreams
• Create high‑fidelity interactive prototypes, including AI‑driven experiences, rapidly
• Collaborate with product managers and engineers to define MVP scope, assess trade‑offs, and deliver designs ready for implementation
• Ensure designs meet WCAG 2.2 AA accessibility standards and responsible‑AI guidelines
• Present concepts and test outcomes in pod reviews and lab demonstrations
• Leverage and extend the CS‑UX design system, adding new patterns as validated

Requirements

• 5+ years of design experience
• Online portfolio showing end‑to‑end, user‑centered design solutions for desktop and mobile
• Strong understanding of usability principles and techniques

Benefits

• Sign‑on payments and restricted stock units (RSUs)
• Comprehensive health coverage (medical, dental, vision, prescription)
• Basic Life & AD&D insurance with optional supplemental plans
• Employee Assistance Program and mental‑health resources
• Flexible Spending Accounts
• Adoption and surrogacy reimbursement
• 401(k) matching
• Paid time off and parental leave

Key Skills